Tele Ed Spec

Job Summary

Sorenson Communications is expanding in our CaptionCall Service. As a result we are seeking Tele-Education Specialists to assist existing and potential customers on a broad range of questions.

Essential Duties and Responsibilities

• Educate customers and potential customers on CaptionCall services.
• Provide a friendly and supportive customer experience via inbound/outbound calls and emails.
• Contact customer accounts with no device activity for 60+ days.
• Maintain minimum of 100 outbound calls per day.
• Answer questions and assist interested individuals with download of the CaptionCall mobile applications.
• Assist with and manage a backlog of phone returns to ensure devices are returned to CaptionCall in a timely manner.
• Assist with the review and attachment of necessary Customer verification documentation.
• Assist with ad hoc projects and call campaigns in support of the project management team.
• Cross train on Customer Support to assist with inbound queue calls.
• Manage and respond to emails submitted to the CCInfo inbox.
• Work closely with other Customer Care departments to ensure complete case resolution.
• Participate in ongoing Customer Service training as provided by Management teams.
• Assist with the documentation and escalation of compliments and complaints.
• Assist with the documentation and escalation of refund requests.
• Assist with basic troubleshooting to achieve first call resolution and minimize internal transfers and service calls.
• Postal mail compliance forms, reconnection instructions, phone features and other information as requested.
• Maintain customer retention through Customer Engagement Program and post-install Courtesy Calls.
• Closely follow all team processes to ensure compliance with company policies.
• Agree to and maintain strict consumer confidentiality.
• Must have a solid comprehension and application in using computers in an MS Windows environment.
• Successfully interact with multiple computer interfaces and be able to multi-task.
• Completion of other duties and projects as assigned.

Supervisory Responsibility

This position has no direct supervisory responsibilities but does serve as a coach and mentor for other positions in the department.

Travel Requirements

Travel Requirements:  Less than 25%

Education

Minimum: High School Diploma or GED       

Knowledge, Skills, and Abilities

• Successful candidate must have professional and courteous telephone and electronic communications presence.
• Candidate must have the ability to write simple correspondence, the ability to effectively present information in a one-on-one and small group situations to customers, clients, and other employees of the organization.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Communicate effectively in writing as appropriate for the needs of the audience.

Working Conditions and Physical Requirements

• Candidate must be able to sit for extended periods of time and complete repetitive motions such as typing and using the telephone.
• Able to sit/ stand for a long period of time in an office environment
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components
• Regular and predictable attendance required.
• Positive attitude, team player, good interpersonal communication skills and able to work across company departments

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Apply today! www.sorenson.com/company/careers/

Equal Employment Opportunity:

Sorenson Communications is an EOE, Disability/Age Employer.

Company Summary

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services.

Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.